First Impression Matter
As all the hoteliers or person who works in the hotel industry would agree, the hotel lobby and front desk is the first place guests see when they enter a hotel. It is the heart of customer service and where first impressions are made. For front desk staff, making guests feel welcome and valued is one of the most important parts of their job. In this post we will discuss some of the best tips and practices of welcoming guests, to ensure they have a pleasant experience from the moment they arrive till the moment of their check-out.
15 Tips and Best Practices for Welcoming Guests
- Greet with a Warm Smile
The first thing any guest should see when they walk up to the front desk is of course, a friendly face. A warm smile is very important in the hotel industry and welcoming guests as goes a long way in making someone feel welcome. It shows that you are happy to see them and are ready to help. Even if you are having a tough day, try to smile for the guests. They might be tired from traveling or nervous about a meeting, and your smile can help ease their stress. Keep in mind and don’t you ever forget that smiling is one of the most important thing in welcoming guests. - Make Eye Contact
Making eye contact is a simple yet powerful way to show respect and attention. When you look someone in the eyes, it tells them that you are focused on them and care about what they are saying. It’s a sign that you are listening and ready to assist. Always try to maintain eye contact, but remember not to stare, as this might make the guest feel uncomfortable. In case you are dealing with a guest and behind this particular guests is another one waiting in line to be assisted, don’t forget to acknowledge the one behind by making a quick eye contact letting him know that you will get back to him shortly. - Use a Polite and Friendly Tone
The way you speak to guests it matters when you work in the hotel industry or especially in a 5-star hotel. You should always use a polite and friendly tone of voice as this helps in creating a positive atmosphere. Simple phrases like “Good morning,” “How can I assist you today?” or “Thank you for choosing to stay with us” can make a big difference. Be sure to speak clearly, especially when dealing with guests who may not speak English fluently. Using a polity and friendly tone is a good practice while welcoming guests. - Be Patient and Attentive
Every guest is different, and some may need more help than others. Be patient with each guest, even if they take a little longer to explain what they need. Listen carefully to what they are saying, and try not to interrupt. If you don’t understand something, it’s okay to politely ask them to repeat it. Being attentive shows the guest that you care about their needs and are willing to take the time to help them. - Offer Help Before Being Asked
Guests often appreciate it when you anticipate their needs. For example, if you see a guest struggling with luggage, offer to help them without waiting for them to ask. If a guest seems lost or confused, ask if they need directions or assistance. Offering help before being asked shows that you are proactive and truly care about the guest’s experience. - Being Knowledgeable For Your Hotel
If you are a hotelier make sure your staff who is working in the front of the house have been trained and got the proper knowledge about all the hotel’s facilities, amenities and all the rest of the information. You don’t want him fail once is being asked by a guest “What time is the main restaurant is open for breakfast“? Front desk staff are often asked the same questions by different guests. Common questions might include directions to the nearest restroom, Wi-Fi passwords, or local restaurant recommendations. Make sure you know the answers to these questions or know where to find the answers quickly. Being knowledgeable and helpful will give guests confidence in your ability to assist them. - Handle Problems Calmly and Efficiently
Handling problems calmly is a skill that is required in most of the hotel industry’s positions as not every guest interaction will go smoothly. Sometimes, there might be problems, like a booking mistake or a guest being unhappy with their room. When problems arise, it’s important to stay calm and not take anything personally. Apologize for the inconvenience and do your best to find a solution quickly. If you can’t solve the problem yourself, make sure to call someone who can help, like a manager. Always keep the guest informed about what is being done to resolve the issue. As mentioned above, handling problems is a very important skill in welcoming guests. - Respect Privacy and Confidentiality
Guests trust front desk staff with personal information, like their names, room numbers, and payment details. It’s important and professional to respect their privacy and keep all information confidential. Never discuss a guest’s personal information where others can hear, and always follow your establishment’s policies and SOP’s for handling sensitive information. - Maintain a Clean and Organized Work Area
The appearance of the front desk area also contributes to the guest’s first impression. A clean and organized desk shows that you are professional and take your job seriously. Make sure that everything is in its place and that the area is free of clutter. This not only looks good but also helps you work more efficiently, as you can easily find what you need. This is also a good practice to follow when it comes to welcoming guests. - Follow Up When Necessary And Handover
Sometimes, a guest may have a request that takes time to fulfill, such as arranging transportation or finding a specific item. In such cases, it’s important to follow up with the guest to let them know the status of their request. This shows that you haven’t forgotten about them and that you are still working to meet their needs. Also if you have any situation or task that you won’t be able to fulfill while on duty, make sure you handover this task/situation to your colleagues. - Grooming
Your appearance plays a big role in how guests perceive you. Dressing professionally shows that you take your role seriously and respect the guests. Make sure your uniform or work attire is clean and well-maintained. Personal grooming, such as neat hair and clean nails, is also important. When you look professional, guests are more likely to trust you and feel confident in your abilities. - Learn Basic Phrases in Other Languages
If your hotel often hosts guests from other countries, it can be very helpful to learn a few basic phrases in their languages. Simple greetings or phrases like “Thank you” or “You’re welcome” in another language can make international guests feel more comfortable and respected. Even if your pronunciation isn’t perfect, guests will appreciate the effort. - Personalize the Guest Experience
Whenever possible, try to personalize the guest’s experience. For example, if a guest is staying with you for a special occasion like a birthday or anniversary, acknowledge it. A simple “Happy Birthday” or “Congratulations” can make their stay more memorable. If you know a guest’s name, use it in your conversation. Personal touches make guests feel special and valued. - Stay Updated with Training
Customer service expectations can change over time, and new technologies are always being introduced. It’s important to stay updated with the latest training in customer service and any new systems your establishment might use. Regular training helps you improve your skills and ensures that you can provide the best possible service to your guests. - End with a Positive Goodbye
Just as the first impression is important to welcoming guests, so is the last. When a guest is leaving, make sure to thank them for their visit and wish them well. A positive goodbye can leave a lasting impression and increase the chances that the guest will return in the future. Simple phrases like “Thank you for staying with us” or “We hope to see you again soon” can make a big difference.
Welcoming guests is not just about checking them in or giving them information; it’s about making them feel valued and comfortable. By following the above practices, front desk staff can create a positive experience for every guest, which can lead to repeat business and positive reviews. Remember, the way you treat your guests can have a lasting impact on their entire experience at your hotel.
Images in this article are from Pexels (not copyrighted and free commercial use).
